Customer Solutions Specialist

About the Role

The Customer Solutions Specialist serves as a resource for external customers, providing information on service, maintenance, and repair opportunities for Cat equipment, engines, and generators. This role facilitates customer needs such as field service, shop scheduling, and parts identification and ordering, ensuring end-to-end support to enhance the customer experience, drive product support sales, and create a competitive advantage.

Responsibilities

• Assist customers with troubleshooting and resolving product issues.
• Utilize Condition Monitoring case leads involving fault codes, CAT SIS, and service inspections to diagnose customer machine issues.
• Use the DSN system to communicate product issues to dealer Technical Communicators.
• Locate part numbers and custom parts for serviced or repaired machines.
• Drive incremental Parts revenue by recommending repair parts to customers.
• Pass on challenging technical requests to the customer’s local Service Department to drive Parts and Service revenue.
• Demonstrate, train, assist, and execute Remote Services and Diagnostics Processes with customers.
• Respond to internal and external customer inquiries in a timely manner.
• Elevate high-priority issues and customers to Manager and Caterpillar Representatives.
• Review manufacturer’s and trade catalogs, drawings, and other data related to operation, maintenance, and service of equipment.
• Maintain records and files of work and revisions.
• Participate in meetings, seminars, and training sessions to stay informed on new products and improve technical assistance.

Requirements

• High School diploma or equivalent (required).
• 2-year Vo-Ed Technical School diploma (preferred).
• 2+ years of direct CAT Service experience or 3+ years of industry experience in construction equipment (desired).
• Functional knowledge of CAT products.
• Advanced-level troubleshooting skills and experience with diagnostic tools, electrical, and electronic system applications.
• Comprehensive knowledge of the application, operation, repair, and function of Caterpillar equipment and engines.
• Advanced-level problem-solving techniques and knowledge of repair options for Caterpillar machines, engines, and components.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.

Benefits

• 401(k): Match and employer discretionary contribution.
• Health Insurance: Two options available, including an HSA with a dollar-for-dollar match of up to $1,200 per year.
• Dental & Vision Insurance: Comprehensive coverage options.
• Financial Access: Credit Union membership available.
• Insurance: Life Insurance, Short-Term Disability, and Long-Term Disability coverage.
• Educational Opportunities: Scholarships for employees’ spouses and children through the Ohio Machinery Education and Opportunity Foundation.
• Compensation: Base pay, annual bonus potential, and company success share bonuses.

Physical Requirements

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination, including use of a computer keyboard. The role also requires the ability to exchange information verbally and through written communication. The noise level in the work environment is usually quiet in office settings and moderate to loud in other situations, with both constant and sudden loud noises possible.